CX BluPrint

Develop a realistic roadmap and business case to deliver effectively on your CX vision.

 

Our Customer Experience (CX) BluPrint offering develops an actionable plan and roadmap to operationalize your CX Vision.  It uses both outside-in (customer centric) and inside-out (operations centric) analysis and techniques to develop a clear understanding of gaps in required operational capabilities needed to deliver and sustain the desired customer experience.  In addition, it defines a clear three or five year end-state, including how that end-state can further evolve to support the customer’s changing expectations and needs.  It also defines a set of initiatives to deliver on the vision across process, organization, people, technology and data, as well as a solid, clear and realistic business case and benefits realization plan, with buy-in at executive level.  This business case is model-based to enable “what if?" scenarios to be analyzed to help with inititiative prioritization. 
 
Our approach is designed to provide our clients with actionable ideas and initiatives that can bring real value to an organization in as little as three to six months.  We not only provide a company with recommendations on what needs to be done to implement and sustain the customer experience vision but also how to do it and at what costs.
 

Some Questions Answered by a CX BluPrint Engagement:

  • How can I ensure my program is successful? What actually works and what doesn’t?
  • How do I ensure continued momentum through the program? 
  • How do I measure benefits?
  • What CX Metrics should I use?
  • What operational, technology and CX capabilities do I need to create/develop in order to deliver on my CX vision?  
  • What technology and software should we select to support our customer experience vision?  How do we make the choice?
  • How much will it cost to operationalize our customer experience vision?
  • How can I justify my spend on this program?  What does the business case look like?
  • What initiatives should I undertake in order to deliver on those capabilities and operationalize our customer experience vision?
  • How long will it take to implement these initiatives and are there any dependencies that we need to be aware of?
  • What does my roadmap need to look like? 
  • How do I phase the introduction of capabilities?
  • How do I prioritize the required initiatives? 
  • What benefits can we expect to realize by implementing these initiatives and operationalizing our customer experience vision?
  • What trade-offs should I make?

Deliverables:

  • Operational assessment report including findings, impacts to the customer experience and recommendations
  • Quick hits report defining activities that can be implemented in the short-term (within 3 to 6 months) and that will generate benefits almost immediately
  • Company specific Results, Capability and Maturity (RCM) model for the target state
  • Definition of initiatives (people, process, technology) needed to bridge the gap between the existing operational state and the target state
  • Implementation roadmap which is a high level project plan depicting the tasks, activities, resources, dependencies and time frames needed to implement the various initiatives
  • Base case documenting the current operational costs
  • Business case/benefits realization plan depicting the additional costs required to implement the defined initiatives as well as the project benefits